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raxthe0ne
Level 2

Not able to take payments via Direct Debit in QB

Hi QBC,

 

We have encountered a bizarre problem. We have set up DD via GoCardless with many of our clients. Payments were collected without issues. 

But this month when creating the Invoice the option for payment via DD was not possible. The tick on the box for DD went automatically for the box to pay manually within 2 seconds. It cannot be changed to DD box.

 

Hence, we are not able to collect payments from any clients and we have to call and explain to them to make manual payments. This is really frustrating and damaging our cash flow and also relations with customers.

 

Has anyone faced similar problems and does anyone have some solutions for this?

Apparently, the QB engineers are working on some solutions but this is not resolved yet.

 

Thank you

Solved
Best answer April 10, 2021

Accepted Solutions
raxthe0ne
Level 2

Not able to take payments via Direct Debit in QB

This seems to have been resolved today.

 

We can create invoices to get payment via DD.

 

Now just waiting for the DD to be paid via GoCardless.

 

It just the support team was helpless in explaining the cause and giving any support.

View solution in original post

4 REPLIES 4
GeorgiaC
QuickBooks Team

Not able to take payments via Direct Debit in QB

Hi raxthe0ne

 

Thanks for your detailed post, are the mandates showing active both in QuickBooks and on GoCardless for each client? 

 

Were you able to complete any browser troubleshooting with our representative, such as clearing the cache on the browser or creating the invoice from another device? 🧐

raxthe0ne
Level 2

Not able to take payments via Direct Debit in QB

Hi Georgia,

 

Thank you for your reply.

 

No, we have not done browser troubleshooting.

But I don't think there are any browser-related issues and also we tried to create the invoices from different computers but the result is the same. This is in fact a very strange phenomenon.

 

We also contacted GoCardless if we have any issues and they say all our accounts and clients' accounts have no problem. So this looks like a technical glitch on the QBO portal but I wanted to know if anyone else had similar experiences and any solutions.

 

Thanks

EmmaM
QuickBooks Team

Not able to take payments via Direct Debit in QB

Hello RaxtheOne, Thanks for that information, We've reached out to our senior technicians and we've had other reports of this so an investigation has been raised and we are in the process of fixing GoCardless not showing the payment option and this should hopefully be completed by the end of next week.

raxthe0ne
Level 2

Not able to take payments via Direct Debit in QB

This seems to have been resolved today.

 

We can create invoices to get payment via DD.

 

Now just waiting for the DD to be paid via GoCardless.

 

It just the support team was helpless in explaining the cause and giving any support.

View solution in original post

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